Service Assurance Manager



Full Time Contact: Human Resources Reference: 165142

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at Openreach. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

The purpose of the Service Assurance Manager is to customise and improve Fibre Network Delivery’s (FND) local (Area) customer and stakeholder experience. They are accountable for the e2e integrity of customer experience at Area level.

Service Assurance Managers provide leadership, coaching and governance on service insight and operations priorities / planning.  The role is accountable for coordinating service commitments at a local (Area) level and ensuring the associated operational plans are in place to underpin success.  Responsible for supporting the Area and Patch managers to understand their service and operations performance, enabling them to define, own and track their customer experience improvement plans.

Working closely with the Regional Optimisation team and wider Service Assurance Manager community, the role is responsible for identifying and sharing local best practice across the patch, area, region and national teams. Providing effective recommendations and engagement to improve the experience for FND customers and stakeholders. 


You'll have the following responsibilities

You will own service scorecard commitments and improvement for the Area team and provide effective service and performance insight and root cause summaries for Area and Patch managers, deploying the latest capabilities from Regional Optimisation and Business Intelligence teams.

There will be accountability for owning Area service improvement plans as required and leading service escalation governance for the Area.

You will also engage with the Business Planning Team and Patch Managers to align the production plans vs service commitments, as well as prioritise and balance flex and civils allocation (partners vs DL).

You will have the responsibility of liaising with Regional Optimisation team to assess the service impact of change & transformation initiatives, and engage with Regional Optimisation and finance teams to align Area operational improvement plans to business plan assumptions (training, recruitment, efficiencies, costs and quality etc.)


You'll have the following skills & experience

• Ability to challenge, negotiate and communicate effectively at all levels 

• Effective at collaborating and influencing across the organisation to change customer outcomes for the positive

• Strong stakeholder management; able to build and maintain a range of senior stakeholder relationships

• Can work at pace, quick to react to changing customer & business priorities and able to prioritise across a number of programmes

• Data driven with strong analytical skills 

• Structured and well organised

• Ability to think ahead, predict outcomes and develop scenarios that proactively mitigate business impacts

• Ability to make effective decisions whilst working in complex and conflicting situations.




As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.


About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.


We're a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses. And we’re on a mission - to make the country’s digital network services faster, better and more affordable.


Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.


So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today? You can read more here about working at Openreach.

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!


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